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Support

Get By With A Little Help From Your Friends At Ellipse

Ellipse Communications provides extensive training and support for all Ellipse SymphonySM products, including our extensive list of FAQs to help answer most of your questions and issues. If a refresher course is needed for you or an entire management team, schedule a training session with our experienced training department. For more personalized assistance, the Ellipse Help Desk is available to provide immediate answers and solutions. Live operators are standing by; you can chat with us instantly or just give us a call at 888-678-3869.

Submit a support ticket through our automated system.

To access Ellipse Service AdvisorSM, please use the Ellipse Apartment Toolbox® user name and password. You may be asked to fill out the registration form for the first time.

Click on a Category to View Questions.

General

q.
I need my login information. The login information I'm using isn't working, where can I get it?
a.
Contact Ellipse support to retrieve login information.
q.
I've been trained on our products, but my onsite team could use a refresher. Who do I contact to set up a retraining? How much does retraining cost?
a.
From onsite leasing teams to marketing executives, no one is more important to us than the end users of our products and services. Retraining for products is, was, and always will be free! Contact the training department for scheduling.
q.
I've already read all of these FAQs and I still need help!
a.
Contact us by phone at 888-678-3869 or contact Client Services by filling out the contact form.

Relate 24/7SM

q.
When someone responds to a Relate 24/7SM message, where I do read the response?
a.
Relate 24/7SM is an outbound campaign system. You do not receive messages through the Dashboard. To find responses to sent messages check the mailbox for the address that was used to send the messages.
q.
How do my Residents/Prospects show up in Relate 24/7SM?
a.
Relate 24/7SM integrates with most major Property Management Software packages (PMS) via EllipseNetSM to import resident and prospect data. If your PMS is not supported or for whatever reason you have opted not to integrate, your data is entered manually through the dashboard. We also offer an Excel Uploader feature, allowing a user to export PMS data to a spreadsheet, and then merge the data with a template that can be uploaded manually.
q.
So how do I enter a resident or prospect into my Relate 24/7SM account?
a.
If you're integrated (see above), then as long as their names and email addresses are entered into your PMS, they should be appearing as Residents/Prospects in Relate 24/7SM.

If you're on a manual system, you'll enter new residents and prospects under the Add/Edit section of the Community Menu on the Relate 24/7SM Dashboard.
q.
I just entered a new resident/prospect into my onsite PMS, and they are not visible in Relate 24/7SM.
a.
Data integration is not "real-time"; the systems exchange data late at night. A walk-in on Wednesday morning, that is entered Wedensday morning, will appear in Relate 24/7SM and begin receiving messages Thursday.
q.
My Relate 24/7SM system doesn't have a specific resident, even though I should see them.
a.
The Data Integration is fairly intricate, and there are many factors that the system uses in bridging the gap between your software and Relate 24/7SM that can result in not seeing a specific resident or prospect available in the system. If you find yourself missing residents or prospects, contact Client Services. It is critical to our response that you include the name, email address, and (for residents) unit number so that our integration team can track down the root of the issue.
q.
I'm trying to copy and paste text and graphics into my message.
a.
The "Help" section of the Relate 24/7SM Dashboard has a tutorial on Copy/Pasting. Different sources require slightly different methods, depending on the source.

If you're using graphics, you'll need to upload the images in the picture uploader. Again, there is a tutorial on adding links, graphics, and attaching documents within the Help section of the Relate 24/7SM Dashboard.
q.
How do I attach a document to my Relate 24/7SM message?
a.
You can attach a document to your Relate 24/7SM message by using the document manager upload within the message editor. Here are some step-by-step instructions to help you out.
q.
I just spent two hours (or more) making a beautiful flyer for my community's resident event, and I want it to be in my Relate 24/7SM message. I can't copy and paste, and I don't want to attach the file: Is there any way to make my flier the body of the message?
a.
One of the lesser-known but infinitely useful functions on your keyboard is "Print Screen", located to the right of F12. Print Screen allows you to make an image file of whatever is currently displayed on your monitor. Simply open your document, position the view so that it is as large as possible (without having to scroll your screen), and press Print Screen. There won't be any onscreen notification. Open any illustrator (Microsoft Paint will be the most ubiquitous) and select Edit->Paste. You should see your document. From here, use the select tool to cut/copy your document from the screenshot. In your illustrator, create a new document, and select Edit->Paste again. You'll be able to save your new graphic, and upload into a Relate 24/7SM message. (In most cases, you'll want to disable the header/footer graphics from being included with your graphic.)

While this may seem convoluted, once the basic principles are down, this can be completed in seconds. Addtionally, it's platform and program neutral. It will work on Windows or Mac, and with type of document your system can display. It can even be used if your source document is more than a single page; simply repeat the process and upload multiple images.

Apartment Toolbox®

q.
I can log in to the Apartment Toolbox® and update the Website Manager, but those features in the Website Manager do not appear on my website.
a.
The Apartment Toolbox® may feature access to options your website was not designed to include. In many cases, we will be able to modify your Apartment Toolbox® to only show you those features your website can use. Contact us for more assistance.
q.
Is there a manual for The Apartment Toolbox®?
a.
Yes! Visit the Training Center in your Apartment Toolbox®. The top link will be to a .PDF of the Apartment Toolbox® manual. You can open, save, and print this if you prefer a hard copy. If you do not see your Apartment Toolbox® Manual in the Training Center, contact us.

Email

q.
How can I log in to my webmail?
a.
If your email access is hosted through Ellipse, put the word "mail" in front of your website address, i.e., www.ellipselofts.com would be mail.ellipselofts.com
q.
How can I change my email password?
a.
We have created a handy guide to changing your Ellipse email password. Download the guide as a Word document or a PDF document.
q.
How can I set up my version of Microsoft Outlook for email?
a.
We offer support for setting up email on the following versions of Microsoft Outlook:
  • Outlook Express
    • Set Up New Account
    • Modify Existing Account
  • Outlook 2003
    • Set Up New Account
    • Modify Existing Account
  • Outlook 2007
    • Set Up New Account
    • Modify Existing Account
  • Windows Mail for Vista
    • Set Up New Account
    • Modify Existing Account

Our Trainers are Here to Help

Whether you have just purchased our products or you have had them for a while, knowing how to properly use them to their fullest potential is the key to success. We want you to be successful, which is why training and retraining is FREE for our clients.

Request to schedule training by completing this form. One of our trainers will contact you to take it from there.

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